Customer Success Specialist (Remote- US Based)

Job Summary

The Customer Success Specialist for Backbook and Retention is responsible for managing and growing relationships with existing customers, with a particular focus on aged accounts (6+ months) and those not currently using integrated processing. This role is crucial in driving adoption of integrated processing services and reducing churn risk among credit card processing customers.

Responsibilities

• Backbook Customer Management:Develop and implement strategies to engage and upsell integrated processing services to existing customers not currently using this offering.
• Churn Prevention:Identify and proactively manage aged customers (6+ months) at risk of churn, particularly those using credit card processing services. Develop and execute retention strategies.
• Account Analysis:Regularly review account health metrics, usage patterns, and customer feedback to identify opportunities for improved engagement and risk of churn.
• Upselling and Cross-selling:Identify opportunities to expand product usage and increase revenue within the backbook customer base.
• Customer Education:Design and deliver targeted training sessions and resources to promote full utilization of our services, especially integrated processing.
• Relationship Building:Establish and maintain strong relationships with key stakeholders in assigned accounts to ensure customer satisfaction and loyalty.
• Reporting and Insights:Prepare regular reports on backbook customer health, churn risk, and success of retention initiatives. Provide actionable insights to the team lead.
  
  

Requirements

• 3+ years of experience in customer success, account management, or related field
• Proven track record in customer retention and upselling strategies
• Strong analytical skills with the ability to translate data into actionable strategies
• Excellent communication and presentation skills
• Experience with CRM platforms and data analysis tools
• Bachelor's degree in Business or related field
  
  

Preferred Skills

• Experience working with long-term customer accounts
• Familiarity with churn prediction models and customer health scoring
  
  

Excited about this role but don't meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
  
  

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $50,000- $55,000 USD per year

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

NOTE: This role is supporting our petcare vertical solution https://www.togetherwork.com/vertical-solutions/pet-care/.

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